Frequently Asked Questions

Will I receive confirmation of my journey?

When booking online, you will receive two separate emails. The first email confirms we have successfully received your payment, and we are in the process of confirming your journey with our fleet. A second email will be sent to you confirming your driver has been allocated, and you're all booked. If, in the unlikely situation we are unable to cover your journey, we will automatically refund your booking giving you plenty of time to make alternative arrangements.

How do I pay?

You can pay by credit/debit card or by cash to the driver on the day. We accept all major cards including American Express as payment.

Do you provide a receipt?

We will email you a receipt with a booking reference and contact number by email.

Is the payment secure?

Yes, this payment is 100% safe, and we do not store your card details on our system.

Are there any surcharges?

We pass on the credit card fees at the rate charged. We only do this to help keep our prices low for customers paying by debit card and cash.

Why is the price I've been quoted more than advertised on the website?

The fares advertised are our typical fares for our standard vehicle, however, fares can sometimes be higher depending on the time of day and day of the week. Fares can also be higher on bank holidays and at other busy periods.

Can I book a vehicle with a child seat?

Should you require a car seat, please provide details in the child seat request box when making your booking and we will endeavour to meet your requirements.

Do I need to tip?

No, the price you pay covers everything. In the UK tipping is optional. However, on an airport journey in a booked minicab, you might wish to tip two or three pounds if the driver helps with your luggage.

Where do I meet my driver when I land at the airport?

Your driver will be waiting for you in arrivals holding a 'meet & greet' board with your name clearly written on it. Ensure you provided a working mobile number and your phone is switched on. We will try and contact you if we have any difficulty finding you. Please take a note of our phone number this is sent in your booking confirmation email so you can ring us should you need to.

When do I need to be at the airport by?

We advise you get to the airport as early as possible. You should always allow 30 minutes to get through security.

Long-haul and El Al: three hours before scheduled departure

European flights: two hours before scheduled departure

UK and Ireland flights: 90 minutes before scheduled departure

How much time do I need to leave from my flight landing to booking a taxi?

The time can vary quite a lot depending on airport and time of day. We recommend you book for 30 to 45 mins after you land but that you also give us your flight number. Our experienced drivers will know how long you need to come out of the terminal.

Do you need to know the flight number or terminal building?

It's best you give us the flight number or airline name, from this, we can work the rest out. Don't worry if you don't know the terminal number.

Am I charged if my flight is delayed?

No, we do not charge you any extra if your flight is delayed. We always check your arrival time before we dispatch your driver.

I have a lot of luggage, will it fit?

If you're not sure your luggage will fit in the vehicle you've selected, it probably won't. The best option when booking with large amounts of luggage is to book the next available vehicle size up. For example, if you are booking a saloon, book an estate. If you are booking a six-seater MPV book an eight-seater minibus and if you are booking a twelve-seater minibus book a sixteen-seater minibus. The price difference is often not that much greater, and it will ensure you have a more comfortable ride. And remember, if you're booking with a return you may have more luggage on the way home.

I'm a single female passenger, How safe are your drivers?

When you travel with us, you'll travel with approved drivers only. These are the driver who has gone through a strict vetting process. All drivers have a minimum of 2 years experience. All journeys are logged, The details of the journey are comprehensive, and they include drivers details, pick up and drop off details, plus the journey is tracked via GPS.

What is your Passenger Safety policy?

We’ve taken a rigorous approach to ensuring the companies and drivers we work with are the best and safest operators in the UK because your Safety is our priority. Every one of our partner companies is licensed with the Public Carriage Office (PCO) and are fully insured. Also, they all guarantee an exceptional level of customer service via email and over the phone. Our partners are fully licensed with the PCO, which means:

Drivers have passed criminal record checks with the Criminal Records Bureau.

Drivers have passed medical checks.

Drivers hold valid EU driver’s licenses.

All cars are less than five years old and checked for safety every six months.

Why do you have a countdown timer?

When we search for a quote, we fetch the price and availability in real-time. We then hold the vehicle and the availability for you at the price. Our transport providers price and availability can change at any time. This is similar to the experience you might find when booking a flight or hotel.

Do you operate a fixed price policy?

Price quoted online is the price you pay.

Is the price per person?

No, the price you see is the total price.

Are there any time restrictions?

No, we operate 365 days a year, 7 days a week, 24 hours a day.

How long will the driver wait for me?

Your ride includes 15 minutes’ waiting time for standard pickups and 45 minutes for airport pickups (unless otherwise stated). Even if your driver has arrived early, your included waiting time starts from the time you booked your ride.

What are ‘one-way’ and ‘return’ bookings?

A one-way booking is a single journey from A to B, such as from the airport to your hotel. The price is based on the number of miles driven. A return booking is a two-way journey from A to B and back again, such as from the airport to your hotel and then back from the hotel to the airport a few days later.

How much waiting time do I get with additional pickup and drop offs?

Each via allows five minutes of waiting time per pick up, the driver may charge extra if this is exceeded. Costs are at the discretion of drivers. If you require additional waiting time, this should be agreed with the transport company before the booking takes place.

Do I need to have an account with you to book a taxi?

No, you can book a taxi without an account, however, creating an account provides an easy way to manage all of your taxi bookings in one place.

Do I get a driver with a minibus or coach?

Yes. All our ground transport bookings come with a driver. We do not offer a rental service.

How do I know you have availability?

We have a network of over 1000 operators, if we can not supply the vehicle in the first instance we will be able to book the journey with one of our other partner companies. We will do this automatically and for the same price. If you're booking for an event like a race day or music festival or if you are booking a large vehicle, we recommend you book as far in advance as possible to guarantee your booking.

I have not received my booking confirmation email?

The first thing to do is check your spam folder, If you can't find your email, you can find your booking by logging in to your user account or by creating a user account with the same email address as the one you made with your booking.

How do I know the service is reliable?

To date, we have provided ground transport services for over 500,000 happy customers.

Are your drivers licensed?

Yes, it is required by UK Law that all taxi companies are licensed by the Public Carriage Office or Transport for London.